Client Success Manager

Client Success Manager

Location: Denver, CO

Duration: 12 months

Interview Process : There will be 3 interview rounds with the Hiring Manager
1. 30 mins. screening round
2. 30 mins to an hour . technical round
1 hour In person interview with the technical panel

Job Summary:

We want individuals who have at least five years of client success management experience, having presented in a sort of tech environment, so their tech acumen is good

They should have some experience talking about technical products. They also need to have experience in the executive presentations. We really need that to be the focus for this role. We want folks that can be put in front of any of our C level executives if necessary, being able to not only present, create presentations, but obviously present their image and represent the organization strongly

In some cases, they will need to be a project manager or a like project manager. But most specifically it is a relationship role. They are having conversations daily, weekly, monthly with our customers, our internal customers at many different levels from a supervisor, director, and potentially even to a vice president

We need them to be able to understand the different levels of communication that's needed, be clear, concise, of course, have that experience already. We want folks that have already succeeded in this role at some level and more. Folks that have already been in the business doing this particular role.

They will lead discussions, calibration sessions potentially with our business partners. They are truly the point person for the customer asking for a product, asking for assistance from our organization. They need to be able to understand the customer's problem. And then and then interpret that into how and which of our products that OAI supports, how that is associated with that.

Another item that is a priority is the ability to create presentations, work autonomously and make decisions independently lead others across very large, complex hybrid environments. Those are gonna be analytic delivery teams, technology teams, program offices, and the customer.

This CSM has to be able to understand natural language processing, has to be able to understand machine learning, has to be able to understand AI

They should have enough technical aptitude that they can understand solution design, They aren't solution architects, but they should have opinions on what's gonna work or not work for their customers. They should be able to communicate that to PhDs and data science.

They are going to be broken up to focus on marketing. Enterprise marketing. One of these CSM has to have a background in digital to contact center journey mapping, has to understand how to deflect volume from contact centres

Another one of these CSM is gonna support service and technology repair and account management and billing. They must be able to understand transactional opportunities and how AI could assist, augment or automate or refer cases to agentic capabilities.